RFP25008combinedorig.pdf

Lincoln County, Georgia

Lincoln County Board of Commissioners

April 7, 2025

VoIP Telecommunications System

Request for Proposals

RFP 25-008

Table of Contents

Page

General Information 3

Background and Purpose 4

Scope of Work 6

Mandatory Requirements 8

Technical Proposal 9

Cost Proposal 10

Proposal Evaluation Criteria 13

Procedures for Submitting Proposals 14

Terms and Conditions 15

Attachments

General Information

1. Any inquiries should be directed to:

Johnny Walton, Technology Director Lincoln County Board of Commissioners 210 Humphrey Street PO Box 340 Lincolnton, GA 30817 Email: jwalton@lincolncountyga.gov

2. Proposals will be received at:

Mailing Address: Lincoln County Board of Commissioners PO Box 340 Lincolnton, GA 30817-0340

Physical Address: Lincoln County Board of Commissioners 210 Humphrey Street Lincolnton, GA 30817-5847

Important Note: The US Postal Service does not deliver mail to the County’s physical address.

3. Proposals are due Tuesday, May 20, 2025 no later than 2:00 PM ET. Proposals received after this date and time will be marked “LATE” and will not be considered.

4. There will be a non-mandatory Bidders Conference on Thursday, April 23, 2025, at 2:00 PM at the Lincoln County Courthouse located at 210 Humphrey Street, Lincolnton, GA. Attendance is encouraged but not required to submit a proposal.

5. Faxed or emailed proposals will not be accepted.

6. If a vendor becomes aware of alternate solutions or objections that do not meet the attached specifications, it is to the vendor’s advantage to notify Johnny Walton, IT Director, no later than 5 business days before the proposal opening date. The Board of Commissioners will determine if an addendum revising the specifications will be issued or postponement of the proposal opening is necessary.

7. All requested information should be provided for a proposal to be considered responsive. Any vendor which submits in its proposal to the County any information which is determined to be substantially inaccurate, misleading, exaggerated, or incorrect, shall be disqualified from consideration.

8. Addenda, if necessary, will be posted on the County’s website and/or the Georgia Procurement

Registry.

Background and Purpose

General Information

Lincoln County is in the east central portion of the state of Georgia and sits on the Georgia/South Carolina boarder approximately 40 miles northwest of Augusta, Georgia. With approximately 400 miles shoreline from J. Strom Thurmond Lake, the County is known as “Georgia’s Freshwater Coast”. The 2024 US Census population estimate is 8,049. The County seat is the city of Lincolnton.

Purpose

The Board of Commissioners of Lincoln County, Georgia is seeking to replace all its existing business telecommunications systems with a single modern cloud-based VoIP communications system. The County does not intend to use this RFP to replace its 911 telephony equipment.

Background

1. The local exchange carrier (LEC) for Lincoln County is Relyant Communications. The LEC also provides the County with long-distance telephone services, high speed fiber optic internet, and E911 circuits.

The service area for the LEC are the counties of Lincoln, Wilkes, and Taliaferro.

The LEC does not provide ISDN PRI service or similar digital voice services through its public switched telephone network. All connections to the County’s legacy PBX and/or all its other locations are single business lines.

The LEC’s number format for Lincoln County is: 706-359-XXXX.

2. The County has high-speed fiber optic high internet (25 to 1000 Mbps) to all the County’s locations included in this proposal through Relyant. The County is not seeking to replace this service with this RFP.

3. The County has a small cloud-based VoIP PBX with Intermedia.

4. The County has 65 active voice and fax lines between Relyant and Intermedia Cloud

Communications, Inc. See Attachment A for additional information.

Quantity Vendor Primary Phone Lines 23 Relyant Communications Fax Lines 12 Relyant Communications Other Phone Lines 22 Relyant Communications Active VoIP Phone Lines 8 Intermedia Communications 65 Total Active Lines

5. The County has 11 available, but inactive, VoIP lines with Intermedia. See Attachment A for additional information.

6. The County’s existing non-VoIP telephone systems are:

A. A Samsung iDCS 500, which serves the Courthouse and seven other buildings on its campus (“Campus PBX”) via a County owned and maintained fiber optic network. The equipment is a two-bay unit installed in the late 1990’s. The equipment is physically located in the County’s E911 Center.

B. A Samsung OfficeServ 7100, which serves the Office of Emergency Services Headquarters.

C. A Nortel Meridian Norstar Plus Compact ICS, which serves the County Extension Service.

D. All other locations are POTS.

7 Relyant does not provide PRI service or similar digital voice services through its public switched telephone network. All connections to the County’s Campus PBX and other telephony systems listed able are aggregated single business lines.

8. The County has approximately 95 handsets in use across all locations covered by this RFP, including but not limited to:

A. iDCS 28D without extension.

B. iDCS 28D with extension.

C. iDCS 18D.

D. Yealink.

E. A variety of single-line and multi-line retail handsets.

9. The current on-peak staffing across all offices, departments, and agencies is 70 people per business day. The current off-peak staffing (nights, weekends, and holidays) is 20 people per day.

10. The County does not have any historical system data from any of the Campus PBX or any of the other non-VoIP telephony systems.

11. The County’s E911 system uses Motorola’s Callworks as its telephony platform. The County is not seeking to replace that system. The proposed system must integrate with Callworks.

The Lincoln County Board of Commissioners intends these specifications to set forth and convey to prospective contractors the general type, character, and quality of the services desired by Lincoln County as described herein. Any brand names or specifications above are not intended to restrict competition but to provide a listing of the minimum requirements.

Scope of Work

A. Provide a cloud-based VoIP PBX system that will support all existing primary telephone numbers and locations.

B. The proposed system must allow for complete self-administration by the County. The vendor may propose as an option a hybrid vendor/County management.

C. Assist the County with planning, programming, and implementation of the proposed system.

D. The initial system configuration shall be based on 25 call paths. As previously mentioned, the

County does not have any existing data on the average number of concurrent inbound or outbound calls during peak business hours. We know that the hard limit for concurrent calls is 45 (total of all LEC voice lines).

E. The County currently has 50 extensions on the Campus PBX and believes that 12 additional extensions will be needed for the proposed system.

F. The County will need the following type of handsets:

Executive: 20 Switchboard/Operator: 5 Standard: 35 Cordless: 2

G. Port all primary telephone numbers into the proposed system.

H. Provide inbound and outbound fax solution.

I. Provide end-user training for each piece of end-user equipment proposed.

J. Provide administrative training.

K. Provide real-time, in-person business day support with after-hours support availability based on severity of the issue.

L. The system shall provide for extension sharing. The County has handsets that are extensions of the primary number, such as but not limited to:

EMS/Fire sleeping quarters, EMS/Fire dayroom/kitchen, Sheriff’s Deputies squad room, and Breakrooms.

M. The proposed system shall allow extension to extension calls and call transfers, regardless of location.

N. The proposed system must have automated call distribution that can be scheduled to turn on and off automatically at the end of and beginning of each business day.

O. Cordless handsets will be required for the Solid Waste Convenience Center and for the Clerk of

Superior Court.

The cordless handset at the Solid Waste Convenience Center will be the primary and only handset.

The cordless handset for Superior Court is a non-primary set that is essentially a public phone for parties seeking to contact their attorneys.

Mandatory Requirements

A. Important Dates

Activity Date Time

RFP Released 4/7/2025 N/A

Mandatory/Non-Mandatory Bidders Conference 4/23/2025 2:00 PM

Last Date/Time for Questions 5/1/2025 5:00 PM

1st Addenda Released 5/5/2025 5:00 PM

Submissions Due 5/20/2025 2:00 PM

Recommendation to Board of Commissioners TBA

Notice to Proceed/Contract Award TBA Note: All times are in eastern time.

B. All existing primary numbers must be ported to the proposed system.

C. The County normally pays its bills and invoices NET 30 and by check. If it is advantageous for the County to agree to EFT/ACH payments, the County will consider it. Under no circumnutates will the County consider a proposal requiring credit card payments.

D. The proposed system must be scalable, allowing the County to add or delete call paths, extensions and other system elements, as needed, without having to go through outside channels.

E. The proposed system must allow the County full administrative rights to the system.

F. The proposed system must provide automatic failover to prevent outages.

G. The proposed system must integrate with Motorola’s Callworks, which is the telephony system used by the County’s E911 system. An integration document can be found in Attachment B.

H. The proposal must provide an explanation for all surcharges and fees.

Technical Proposal

The format of the Technical Proposal shall be as follows

A. Approach

The Proposer shall provide their approach to meet the intent of the RFP and the needs of the County. This information should be as concise and straightforward possible, limiting the amount of marketing and corporate materials.

Within this section the Proposer must provide a letter signed from a person authorized to bind the company to provide the services, materials and equipment proposed in their submission.

Additionally, the proposer may use this section to provide a summary of their firm’s qualifications to provide the services and equipment contained in the RFP.

B. Scope of Work Response

The Proposer shall form a detailed response to the Scope of Work. This information should be as concise and straightforward possible, limiting the amount of marketing corporate materials.

Cost Information

All cost information must be submitted on the Cost Proposal Form and submitted separately from the Technical Proposal. Proposers should not include cost information in any other section of their proposal.

Cost Proposal Form

Instructions: Complete the Cost Proposal Form and submit it in a separate sealed envelope from the Technical Proposal. See the Procedures for Submitting Proposals for further information.

Recurring Costs

Based on the quantities provided by the County and the features proposed by the vendor, provide the anticipated monthly bill for the proposed system. __________________

Breakdown the monthly costs:

1. __________________________________________________ _________________

2. __________________________________________________ _________________

3. __________________________________________________ _________________

4. __________________________________________________ _________________

5. __________________________________________________ _________________

6. __________________________________________________ _________________

7. __________________________________________________ _________________

8. __________________________________________________ _________________

9. __________________________________________________ _________________

10. __________________________________________________ _________________

Use additional sheets as need to breakdown monthly costs.

Cost Proposal Form

Instructions: Complete the Cost Proposal Form and submit it in a separate sealed envelope from the Technical Proposal. See the Procedures for Submitting Proposals for further information.

One-Time Charges

Based on the quantities provided by the County and the features proposed by the vendor, provide the anticipated one-time charges for the proposed system. __________________

Breakdown the one-time costs:

1. __________________________________________________ _________________

2. __________________________________________________ _________________

3. __________________________________________________ _________________

4. __________________________________________________ _________________

5. __________________________________________________ _________________

6. __________________________________________________ _________________

7. __________________________________________________ _________________

8. __________________________________________________ _________________

9. __________________________________________________ _________________

10. __________________________________________________ _________________

Use additional sheets as necessary to breakdown one-time costs.

Proposal Evaluation Process

A. An Evaluation Committee, composed of representatives from various departments within Lincoln

County, will evaluate all qualifying proposals. All requirements in this RFP should be satisfied to ensure that the proposal will qualify for consideration. Lincoln County desires to receive proposals only from companies who can demonstrate the specified qualifications described within this RFP.

B. The following criteria will be used to evaluate all proposals. Please note the proposal must meet all mandatory requirements to be evaluated.

Criteria Maximum Points Technical Proposal

Approach 300 Scope of Work Response 200

Cost Proposal 500 1,000 Total Points

C. The Evaluation Committee will present their evaluation and recommendations to the Lincoln

County Board of Commissioners. The Board of Commissioners will make the final decision.

Procedures for Submitting Proposals

Each proposer must carefully follow all instructions included within the formal solicitation documents regarding proper submission of a response. Failure to comply with conditions set forth in the solicitation may result in disqualification.

A. Questions about the responses to the request for proposals should be submitted via email to:

Name/Title: Johnny Walton, Technology Director E-mail: jwalton@lincolncountyga.gov

The deadline for questions is Thursday, May 1, 2025 at 5:00 ET.

B. The Technical Proposal and Cost Proposal must be sealed and placed in an outer envelope or package.

The Outer Envelope must be marked as follows:

Mailed: RFP 25-008 VoIP Telecommunications System Lincoln County Board of Commissioners

PO Box 340 Lincolnton, GA 30817-0340

Delivery Service: RFP 25-008 VoIP Telecommunications System Lincoln County Board of Commissioners

210 Humphrey St Lincolnton, GA 30817-5847

Hand Delivered: RFP 25-008 VoIP Telecommunications System Lincoln County Board of Commissioners

The Technical Proposal must be sealed and the exterior of the envelope marked:

Technical Proposal

RFP 25-008

VoIP Telecommunications System

{Proposer’s Name}

If a USB flash drive is required, it must be included in the Technical Proposal envelope, be marked or labeled with the Proposer’s Name and only contain the Technical Proposal.

The Cost Proposal must be sealed and the exterior of the envelope marked:

Cost Proposal

RFP 25-008

VoIP Telecommunications System

{Proposer’s Name}

C. Proposals must be received no later than due Tuesday, May 20, 2025 no later than 2:00 PM

ET to be considered. Responses received after this date and time will be marked “Late”.

D. Responses will be retained as the property of Lincoln County.

Terms and Conditions

1. Lincoln County, GA (the County) reserves the right to reject any or all proposals.

2. The County reserves the right to accept proposals deemed most advantageous to the Board of

Commissioners.

3. The County is not liable for any costs incurred by proposers prior to the issuance of a Notice to

Proceed. The County shall not be liable for any expenses incurred in connection with the preparation of a response to this document. Vendors should prepare a straightforward and concise description of their ability to meet the requirements of this document.

4. It is the intent of the County to award a contract for these products and/or services based on an evaluation of all proposals for a period of one (1) year with an option to renew for four (4) additional one-year terms.

5. Any objections to the specifications, scope of work, or requirements should be filed in writing prior to the proposal deadline. The County will determine if an addendum revising the solicitation documents will be issued or postponement of the proposal opening is necessary. The County is interested in all the details of other innovative and original ideas above and beyond those discussed in this RFP.

6. The County will evaluate all qualifying proposals that are submitted. All requirements in this RFP should be satisfied to ensure that the proposal qualifies for consideration. The County desires to receive proposals only from Vendors who can demonstrate the specified qualifications mentioned in this RFP.

7. All requested information should be provided in order for a proposal to be considered responsive.

However, any vendor which submits in its proposal to the County any information which is determined to be substantially inaccurate, misleading, exaggerated, or incorrect, shall be disqualified from consideration.

8. The contracted company will correct any and all errors and omissions that they make at their own expense.

9. All responses will be retained as property of Lincoln County, GA.

10. The County does not guarantee quantities.

11. The County may elect to hold presentations and/or interviews. All firms responding to this

Request for Proposal should be available, if deemed necessary by the County, within two (2) weeks following the proposal due date.

12. The selected company shall be required, before awarding of contract, to demonstrate to the complete satisfaction of the County that they have the necessary resources to execute the work in a satisfactory manner and within the time specified; they have had experience of a same or similar nature; they have a past history and references which will assure the company’s qualifications for executing the work.

13. The successful company shall not discriminate against any person in accordance with Federal

Laws or Regulations.

14. Lincoln County reserves the right to use all concepts presented in any proposal to obtain the most beneficial and effective path to achieving its desired goals for the products and services requested. Selection or rejection of proposal(s) will not affect this right. All proposals will be evaluated and, at Lincoln County’s discretion, an award made to the Proposer who demonstrates the best ability to satisfy the scope of work in the timeliest and most cost-effective manner possible.

15. All rates shall be guaranteed through the initial one-year term of the contract, unless otherwise specified.

16. The term of any contract issued resulting from this RFP shall be for one year, subject to earlier termination as provided by law and by the terms of the contract. In addition, unless otherwise specified in the proposal, the award of any contract shall include the right at the option of the County, contingent upon the agreement by both parties to any change in rates/costs or services, to renew and extend this contract on a year-to-year basis as may be permitted by applicable law and County Policy, for up to four (4) additional one year terms.

17. Lincoln County reserves the right, if deemed necessary, to conduct discussions with any or all

Proposers for the purpose of clarification of proposals.

18. Lincoln County reserves the right to make such investigation and solicit additional information or submittals as it deems necessary to determine the ability of any proposer to perform the Scope of Work stated in this RFP.

19. This RFP does not constitute an offer or a contract with the Proposer. A contract or agreement is not implied until a contract is approved and executed by the Lincoln County Board of Commissioners.

20. Lincoln County reserves the right to cancel the contract with a 30-day notice if it is determined by the Board of Commissioners that service or product(s) are unsatisfactory.

21. All proposals are to remain confidential until award is made or RFP is canceled. Any proposer distributing, publishing, or posting their proposal prior to this time may be subject to disqualification.

22. Companies must have a willingness to commit to specified levels of performance for service and quality.

23. Any interpretation of the RFP will be made only via an addendum. Addenda will be prepared as quickly as possible for dissemination on the County’s webpage and/or the Georgia Procurement Registry.

24. Any person making a proposal may withdraw their proposal up to the time specified as the closing time and date for acceptance of proposals. No proposer may withdraw, cancel, or modify their proposal except as requested by Lincoln County, after being notified that the proposal has been accepted.

25. To inspect and/or receive records on previous solicitations, please send an open records request to the Open Records Officer. The open records request form is found on the bottom of the County’s webpage at https://www.lincolncountyga.gov/.

26. Compliance with Applicable Laws. The Contractor agrees to comply with all federal, state, county and local laws ordinances and regulations applicable to the work to be done under the RFP. The Contractor specifically agrees to comply with all applicable requirements of federal and state civil rights and rehabilitation statutes, rules and regulations. The Contractor also shall comply with the Americans with Disabilities Act of 1990 (Public Law 101-336) and all regulations and administrative rules established pursuant to those laws.

27. Independent Contractor. The services to be rendered under this RFP are those of an independent contractor. Contractor is not to be considered an agent or employee of Lincoln County for any purpose, and neither Contractor nor the Contractor’s agents or employees are entitled to any of the benefits that Lincoln County provides for its employees.

28. Severability. If any term or provision of this a future contract is declared by a court of competent jurisdiction to be illegal or in conflict with any law, the validity of the remaining terms and provisions of such shall not be affected, and the rights and obligations of the parties shall be construed and enforced as if the contract did not contain the particular term or provision held to be invalid.

29. All companies and their agents who intend to or have submitted Proposals to this solicitation are hereby placed on formal notice that lobbying of Lincoln County Government employees or members of the Evaluation Panel with the intent to manipulate the Procurement process may result in the immediate disqualification of such company by the County from further consideration for this project.

30. Indemnity and Insurance. To the extent permitted by law, the Contractor shall indemnify and save Lincoln County, its officers, agents, employees from and against all loss, cost, damages, expense and liability caused by an accident or other occurrence resulting in bodily injury, including death, sickness and disease to any person(s); or damage or destruction to property, real or personal, arising directly or indirectly from the work performed by the consultant, its subcontractors or employees.

Lincoln County Board of Commissioners List of Primary Phone Numbers from LEC

Count Number Location Department Division On PBX Must Port 1 706-359-2058 5451 Hwy 220 W Office of Emergency Services Station 11 No No 2 706-359-5510 5451 Hwy 220 W Coroner's Office No Yes 3 706-359-2236 1972 Rowland-York Dr Recreation Department No Yes 4 706-359-3116 160 May Ave Transit Department No Yes 5 706-359-3233 2080 Rowland-York Dr County Extension Service No Yes 6 706-359-3760 160 May Ave Senior Nutrition Program No Yes 7 706-359-4014 181 N Peachtree St Library No Yes 8 706-359-4118 170 School St E9-1-1 Admin Line Yes Yes 9 706-359-4444 210 Humphrey St Board of Commissioners Yes Yes

10 706-359-4855 1056 Global Drive Office of Emergency Services HQ/Station 1 No Yes 11 706-359-5502 182 Humphrey St Board of Tax Assessors Yes Yes 12 706-359-5505 210 Humphrey St Clerk of Superior Court Yes Yes 13 706-359-5513 210 Humphrey St Finance Department Yes Yes 14 706-359-5523 107 Perryman Ave Public Works Main Office Yes Yes 15 706-359-5528 160B School St Probate Court Yes Yes 16 706-359-5536 210 Humphrey St Tax Commissioner's Office Yes Yes 17 706-359-6126 160 May Ave Board of Elections No Yes 18 706-359-6142 1092 Landfill Rd Public Works Convenience Center No Yes 19 706-359-7162 1765 Old Petersburg Rd Public Works Road Dept/County Shop No No 20 706-359-7320 145 School St Sheriff's Office Yes Yes 21 706-359-1111 170 School St E9-1-1 Receives wireless 911 Yes Yes 22 706-359-1112 170 School St E9-1-1 Receives wireless 911 Yes Yes 23 706-359-4422 2291 Double Branches Rd Public Works Water Yes No

ATTACHMENT A

List of Fax Phone Numbers from LEC

Count Number Location Department Division On PBX Must Port 1 706-359-1105 181 N Peachtree St Library No Yes 2 706-359-1475 145 School St Sheriff's Office Jail No Yes 3 706-359-1520 210 Humphrey St Tax Commissioner's Office No Yes 4 706-359-4030 170 School St E9-1-1 No Yes 5 706-359-4729 210 Humphrey St Board of Commissioners No Yes 6 706-359-4985 145 School St Sheriff's Office Admin Line No Yes 7 706-359-5027 210 Humphrey St Clerk of Superior Court No Yes 8 706-359-5503 182 Humphrey St Board of Tax Assessors No Yes 9 706-359-5507 1056 Global Drive Office of Emergency Services Headquaters No Yes

10 706-359-5520 160B School St Probate Court No Yes 11 706-359-5831 107 Perryman Ave Public Works Main Office No Yes 12 706-359-7396 160 May Ave Board of Elections No Yes

List of Non-Primary Phone Numbers from LEC

Count Number Location Department Division On PBX Rollover Must Port 1 706-359-1048 1972 Rowland-York Dr Recreation Department Concession/Splash Pad No No No 2 706-359-1113 170 School St E9-1-1 Yes No No 3 706-359-1641 210 Humphrey St Courthouse Yes Yes No 4 706-359-1860 145 School St Sheriff's Office Yes Yes No 5 706-359-4414 107 Perryman Ave Public Works Main Office Yes Yes No 6 706-359-5500 210 Humphrey St Board of Commissioners Yes Yes No 7 706-359-5501 210 Humphrey St Courthouse Yes Yes No 8 706-359-5504 182 Humphrey St Board of Tax Assessors Yes Yes No 9 706-359-5506 210 Humphrey St Clerk of Superior Court Yes Yes No

10 706-359-5509 210 Humphrey St Clerk of Superior Court Yes Yes No 11 706-359-5516 210 Humphrey St Courthouse Yes Yes No 12 706-359-5518 1056 Global Drive Office of Emergency Services Headquaters No Yes No 13 706-359-5519 160B School St Probate Court Yes Yes No 14 706-359-5522 107 Perryman Ave Public Works Main Office Yes Yes No 15 706-359-5525 107 Perryman Ave Public Works Main Office Yes Yes No 16 706-359-5529 160B School St Probate Court Yes Yes No 17 706-359-5538 210 Humphrey St Tax Commissioner's Office Yes Yes No 18 706-359-5541 210 Humphrey St Tax Commissioner's Office Yes Yes No 19 706-359-5746 181 N Peachtree St Library No Yes No 20 706-359-6136 160 May Ave Board of Elections No Yes No 21 706-359-7595 2080 Rowland-York Dr County Extension Service No Yes No 22 706-359-9621 1972 Rowland-York Dr Board of Elections Equipment Room No No No

List of Phone Numbers from Intermedia for VoIP Services

Line Count Number Status Location Department

Intermedia Extension Purpose

Must Port

1 706-760-7511 Active 210 Humphrey St Information Technology 299 Voice No 2 706-760-7520 Active 210 Humphrey St Superior Court - Jury Line 777 Auto Attendant No 3 706-760-7537 Active 5451 Hwy 220 W OES Station 11 110 Voice No 4 706-760-7538 Active 160 May Ave Transit/Senior 501 Auto Attendant No 5 706-760-7539 Active 160 May Ave Transit/Senior 500 Hunt Group No 6 706-955-2481 Active 160 May Ave Transit/Senior 100 Voice No 7 706-955-2483 Active 160 May Ave Transit/Senior 103 Voice No 8 706-955-2486 Active 160 May Ave Transit/Senior 102 Voice No 9 706-760-7000 Inactive No

10 706-760-7501 Inactive No 11 706-760-7502 Inactive No 12 706-760-7503 Inactive No 13 706-760-7514 Inactive No 14 706-760-7516 Inactive No 15 706-760-7519 Inactive No 16 706-760-7523 Inactive No 17 706-760-7528 Inactive No 18 706-760-7529 Inactive No 19 706-760-7532 Inactive No

Motorola CallWorks PBX Interface Overview

Attachment B

Contents Scope 3

PBX Questionnaire 3

SIP Trunk Connection Information 5

General Requirements 5

Calling and Dialed Number Signaling 6

Sending Calls (3rd Party to ECW) 6

Receiving Calls (ECW to 3rd Party) 6

Configuration Notes: DIDs and Limitations 6

Configuration Notes: Dial Plan and Assumptions 7

Attachment B

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Scope This document provides general details and captures information necessary for a standard integration with a third-party telephony system via a SIP trunk.

PBX Questionnaire Please complete the form included below.

Question Response How many PBX’s will the CallWorks system interface with?

List the make and model for each PBX with which the CallWorks system will Interface (e.g. Mitel 5000).

On a disconnect of a call (loop current detect time), what is the PBX expecting to see in ms (default is loop current detect = 800 ms)?

Does the PBX being integrated with the CallWorks system require registration? Is it configurable (turn off/on)?

If utilizing a SIP trunk between one or more PBXs and the CallWorks system, are the PBXs capable of accepting SIP signaling (i.e. invites, options, etc.) via the UDP protocol?

If utilizing a SIP trunk between one or more PBXs and the CallWorks system, do the PBXs use authentication or encryption? (Authentication is supported, encryption is not) Can your PSAP provision at least 2 analog lines for backup? If so, a dedicated FXO gateway will be required.

If using a digital solution for administrative call handling (e.g. PRI, SIP trunking, etc.) do you prefer to utilize that interface for outbound dialing or do you prefer to employ analog lines for dialing out?

Do you have any analog lines you desire to be used exclusively for inbound call traffic? (If so, a dedicated FXO gateway will be needed).

Can non-911 calls be transferred to internal admin phones on the PBX?

Can dispatch dial extensions to reach other phones on the PBX system in building, county that are located outside dispatch? If yes, list number of digits in extensions.

If customer is a multiple-site deployment with multiple PBX integrations, are there conflicting/overlapping extension schemes?

Is a prefix required for outbound dialing? If so, list the prefix.

Is long distance code(s) required? If so, list long distance code(s).

Question/Requirement Response Please provide an example of the Call ID you expect to show up when an outbound call is made from the PSAP. If multiple PSAP's, provide for each. (If unsure, make a call off system to cell phone).

List the number of concurrent call paths on the PBX available to dispatch at this time.

If the administrative call delivery solution includes some analog lines, what is the approximate age of the cabling from the Telephone Company's Central Office to the point of demarcation? If the information is not available, what is the approximate age of the building and internal wiring from the point of demarcation to the existing call-handling system?

If the administrative call delivery solution includes some analog lines, are these lines delivered digitally and converted on premises from digital to analog? Can this be changed to direct digital delivery to the CallWorks system?

List the Network subnet(s) used by the PBX system.

List the number of physical servers on the PBX system.

List the number of physical telephones on your PBX system.

From the carrier, how are calls delivered to your PBX (e.g. analog/POTS, T1/PRI, IPFlex/SIP)?

SIP Trunk Connection Information General Requirements

This table should be used to provide a basic foundation for the technical details of integrating a CallWorks deployment with a PBX via SIP trunking.

Description Type Configuration Additional Notes

SIP Signaling Protocol from CallWorks to PBX

Required UDP Port 5060

SIP Signaling Protocol from PBX to CallWorks

Required TCP or UDP Port 5060

RTP Traffic for Calls Handled Between

PBX Endpoint(s) and CallWorks Only Required UDP See CallWorks Implementation

Engineer for further information

RTP Media Codec Required g117u.law No other options supported

DTMF Mode Required RFC2833, Info, Inband

RFC2833 recommended and preferred.

Dial Plan and DID Configuration** Required** PBX See Configuration Notes

SIP 302 Message Support** Required** Multi-Cluster Only PBX must be able to accept a SIP 302: Moved Temporarily message from the CallWorks system and redirect call delivery to the IP address provided in the contact field of the SIP header.

Digest Authentication Optional Username / Password

SIP Options** Optional** Enable Strongly recommended. CallWorks cannot monitor the connection without options enabled.

Encryption Not Supported Not Supported

Silence Suppression Not Supported Not Supported

Registration Not Supported Not Supported

** Denotes significant risk if not configured appropriately.

Calling and Dialed Number Signaling

● For certain deployments, ECW may set Calling Party Number/Caller ID/ ANI via P-Asserted Identity header

● ECW expects Calling Party Number in "From" header for received calls

● Direct Inward Dial number in the ‘To’ header

Sending Calls (3rd Party to ECW)

● All inbound calls to ECW must have a 7 or 10 digit DID value contained in the 'To' Header

● These DIDs are then mapped within ECW to internal extensions, associated with either queues or positions

● Standard is to map internal use DIDs to internal extensions using the pattern '555-0' + ext. (e.g. 555-0101 for ext.

101)

Receiving Calls (ECW to 3rd Party)

● Dialed numbers are prefixed on ECW side for application reasons, but these prefixes are stripped out before call proceeds to 3rd party

● Dialing to 4-digit or 5-digit extensions or 7/10-digit numbers is supported

● Appending a prefix (e.g., '8' or '9') to a dialed number is also supported

Configuration Notes: DIDs and Limitations The CallWorks system will accept inbound calls from a PBX utilizing seven (7) or ten (10) digit pseudo-DIDs. Below is an example list of how these would be configured:

CallWorks Extension Description Pseudo-DID

801 Dispatch Group 01 555-0801

802 Dispatch Group 02 555-0802

101 Position 01 555-0101

102 Position 02 555-0102

103 Position 03 555-0103

110 Position 10 555-0110

The CallWorks system is designed around the concept of Dispatch Groups for call delivery, meaning calls are either able to be delivered to a destination configured with a DID (and only that destination if it is a single phone) or to a group configured with a DID (such as Dispatch Group 01 in the chart above).

The CallWorks system is not capable of rerouting calls from a positional DID (such as Position 01 in the chart above) to another destination in the event of a busy or no answer scenario at this time. In addition, calls routed to a positional DID are only answerable by that position at this time.

The CallWorks system is not capable of rerouting a call from itself to another system in the event of a busy or no answer scenario. This type of diversion would be handled by the telephony services provider (i.e. PBX in this instance).

The CallWorks system is capable of diverting calls from one Dispatch Group to another in the event of a no answer scenario.

Configuration Notes: Dial Plan and Assumptions

The CallWorks system is capable of being configured to send seven (7) or ten (10) digit numbers to the PBX for outbound dialing, and may be configured to send an offnet prefix as well (examples include 9,888-1234 or 8,1-888-123-4566, without punctuation).

CallWorks assumes the PBX will handle insertion of CallerID information, but the CallWorks system can be configured to add the P-Asserted-Identity tag in the SIP header with a specific number to use for CallerID based on Dispatch Group. This requires the PBX be capable of interpreting and using the SIP P-Asserted-Identity tag.

The CallWorks system is also capable of delivering a set number of digits to extensions on the PBX. This string must be a fixed length and fully numeric. The recommended length for extensions is four (4) or five (5) digits to avoid any overlap with internal CallWorks extensions.

The CallWorks system will rely on the PBX to handle all call routing and delivery from itself to extensions on the PBX, as well as delivery to an outside line.

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